Salesforce Customization for Pharma Clinical Trial Support

Peeklogic helped ESMS Global customize its Salesforce environment for complex pharma support operations, creating a more intuitive, reliable, and user-driven system for teams working with clinical trial emergency response workflows.

ESMS Global supports emergency response services for clinical trials across about 40 countries and 80 languages. The company works in a highly regulated healthcare environment where teams need fast access to accurate trial, document, training, and inquiry information. To support this level of operational complexity, ESMS Global needed Salesforce to fit its real internal processes, not force users into workarounds.

Challenge

ESMS Global provides emergency response support for clinical trials, including situations where clinicians may need urgent information about a patient’s trial participation, potential contraindications, or treatment context. The company operates 24/7, 365 days a year, across many countries and languages.

The team used Salesforce as part of a broader quality and operational system covering documents, trials, training, and inquiries. ESMS Global’s processes required a high level of customization. A standard Salesforce setup was not enough for the way the company worked.

The main challenge was not whether Salesforce could support the workflow. The challenge was choosing the right configuration, customization, and user experience from many possible options.

ESMS Global needed a Salesforce setup that could:

• Support highly specific pharma workflows.
• Reduce manual work and operational friction.
• Avoid temporary workarounds.
• Make the system intuitive for users.
• Adapt quickly when users requested changes.
• Support reliable operation in a regulated environment.
• Give the internal team more ownership of the system.

For ESMS Global, usability was especially important. If users needed heavy training or had to move through unnecessary steps, adoption would suffer. The system had to reflect how the team actually worked.

Solution

Peeklogic worked with ESMS Global to customize Salesforce around the company’s real operational workflows. The focus was not only on adding features, but on making Salesforce easier, faster, and more useful for the people who depended on it every day.

The solution included custom development, workflow adjustments, user interface improvements, and integration logic that helped the system support ESMS Global’s document, trial, training, and inquiry processes.

Peeklogic also supported an agile delivery process. ESMS Global could share requests, review updates, test changes, and provide feedback quickly. This allowed the system to evolve based on actual user needs rather than long, rigid development cycles.

As a result, the Salesforce environment became more aligned with the way ESMS Global teams worked. Users could get the functionality they needed faster, while the company reduced dependency on manual workarounds.

Client Testimonial

In this customer testimonial, Alistair Scarborough from ESMS Global shares how Peeklogic supported Salesforce customization for a highly regulated pharma environment and helped the team build a system that users could adopt quickly.

Key Features

1. Custom Salesforce Workflows for Pharma Operations

Peeklogic customized Salesforce to support ESMS Global’s internal processes across clinical trial support, documentation, training, and inquiry management.

Instead of forcing users to adapt to a generic CRM setup, the system was adjusted around the company’s real operating model.

2. User-Driven Improvements

ESMS Global’s users regularly shared feedback on what they needed from the system. Peeklogic helped turn that feedback into practical Salesforce updates.

This made the system feel more intuitive and increased user ownership, because teams could see their input reflected in the product.

3. Reduced Workarounds

A key goal was to avoid manual workarounds. Peeklogic helped configure and customize Salesforce so users could complete more of their work directly inside the system.

This improved consistency and reduced the need for disconnected spreadsheets, manual steps, or informal processes.

4. Agile Delivery and Fast Iteration

Peeklogic supported an agile working process where ESMS Global could submit requests, review changes, test updates, and refine the system quickly.

This helped the company respond to user needs without long development cycles.

5. Reliable Custom Development

Because ESMS Global operates in a regulated pharma environment, reliability was critical. The Salesforce system had to work consistently and support operational confidence.

Peeklogic delivered stable custom functionality that ESMS Global described as reliable, easy to manage, and not buggy.

6. Intuitive User Experience

The customized Salesforce setup reduced the need for extensive training. Users could understand the system more naturally because it followed their real workflow.

This helped improve adoption and gave teams more confidence in using Salesforce as part of daily operations.

The Implementation Process

Peeklogic supported ESMS Global through a continuous improvement process focused on practical Salesforce customization.

The process included:

1. Reviewing ESMS Global’s existing Salesforce and operational workflows.
2. Identifying areas where users relied on workarounds.
3. Translating user requests into Salesforce improvements.
4. Building and testing custom functionality.
5. Collecting feedback from ESMS Global users.
6. Revising and improving the system based on real usage.
7. Supporting ongoing customization as business needs evolved.

This approach helped ESMS Global keep Salesforce closely aligned with its internal workflows instead of treating the platform as a fixed, one-time implementation.

Results & Benefits

The customized Salesforce environment helped ESMS Global improve the way teams worked with clinical trial support processes, documents, inquiries, and operational data.

Key outcomes included:

• Fewer workarounds in daily Salesforce use.
• Faster response to internal user requests.
• Stronger user adoption and ownership.
• More intuitive workflows with less need for formal training.
• Reliable custom Salesforce functionality.
• Better alignment between Salesforce and ESMS Global’s business processes.
• A flexible system that could continue evolving with user needs.

One of the strongest results was user buy-in. Because ESMS Global teams could request improvements and see them implemented quickly, they became more engaged with the system and more confident using it.

Business Value

For ESMS Global, Salesforce customization was not only a technical project. It supported the company’s ability to operate efficiently in a regulated pharma environment where accuracy, speed, and reliability matter.

The project helped ESMS Global create a Salesforce environment that better supported its clinical trial emergency response work across multiple countries, languages, and teams.

By reducing friction and avoiding workarounds, Peeklogic helped ESMS Global make Salesforce a stronger operational tool. The system became easier to use, easier to adapt, and more aligned with the way the business actually worked.

The client also highlighted Peeklogic’s flexibility, responsiveness, technical capability, and long-term value as important parts of the partnership.

Conclusion

Peeklogic helped ESMS Global customize Salesforce for complex pharma and clinical trial support workflows.

The project improved usability, reduced workarounds, supported faster user adoption, and helped ESMS Global build a Salesforce environment that reflected its real operational needs.

For a company working in a highly regulated, global healthcare setting, the result was a more reliable and practical system that could evolve with the business instead of limiting it.